Resume

TUDEKA T. ADAMS

                                                      tudeka_adams@yahoo.com

SUMMARY

I am a professional seeking a rewarding employment opportunity with a dynamic company where I can contribute to maximizing profitability, ensuring customer satisfaction and reaching identified goals. I have focused and shown great attention to the customer service experience, and am qualified to lead and contribute to a team of exceptional people. It is very important to be a part of a steady work group where my reliability and contributions will be recognized.

HIGHLIGHTS

• Dedicated and Dependable
• Timely and Performs well under

pressure

• Professional and Hardworking
• Enjoys working with others
• Great Team Leader
• Microsoft Office Word Processor,
• Publisher, Excel, and Power Point
• Qualified in commercial servicing
• Safe and vault operation
• Reliable
• Energetic
• Approachable
• Flexible
• Strong work ethic
• Sales expertise

EXPERIENCE

HSBC － Elmhurst, IL                                                                                   08/2012 to 12/2016    

Mortgage Servicing Specialist

• Maintain a queue of approximately 250 customers that are delinquent and/or require special handling per FDCPA, CFPB, OCC, FRB, or any other governing bodies.
• Managed time effectively to ensure that all accounts are dialed a minimum of three times per week.
• Identify high risk accounts and develop strategies to cure delinquency.
• Collected an average of $130,000 per month in comparison to the department average of $80,000 per month.
• Achieved incentive by finishing in the top 60% in a department of 200 + agents.
• Handle more difficult accounts delicately including initiating legal action, foreclosures, and accepting debt management proposals.
• Assist clients with complex issues regarding Lender Placed Insurance, Escrow accounts, pending tax sales, payment arrangements, and availability of government programs and/or assistance.
• Oversee submission, processing and follow up off loss mitigation treatments such as modification, short sale negotiation and Deed in Lieu of Foreclosures.
• Maintain quality average of 100 % for all calls reviewed for accuracy.
• Met or exceeded all monthly metrics to show stellar handling of workload, such as average handle time, variances.
• Demonstrate knowledge of secured loan documents and procedures.
• Maintain an ongoing knowledge of regulatory standards and/or requirements.
• Maintain an average Queue Liquidation of 30% monthly, in comparison to the 21% department average.

PLS Financial Services － Bellwood, IL                                                       01/2011 to 07/2012    

Senior PSR/Shift Supervisor

• Open and close financial store.
• Assign daily tasks to CSRs.
• Monitor amounts of master cash.
• Distribute individual employee cash drawers.
• Issue loans and process payments.
• Exercise sound  judgment regarding fee reversal while balancing  company guidelines and customer satisfaction
• Provide fast and accurate customer service.
• Research, analyze, resolve, and communicate account issues with clients.
• Adhere to time schedule; manage time to provide maximum availability for valued customers.
• Make outbound calls to past due customers.

EDUCATION

2010    Lincoln College of Technology － Melrose, IL

            Certificate of Completion

2006    Proviso West High School － Hillside, IL

            Diploma